Terms of Service

These Terms of Service (the "Terms") are a contract between you and RedAnalytica ("we", "us"), a sole proprietorship registered in India (GSTIN 24AHRPH4502J1ZD) based in Ahmedabad, Gujarat, India. RedAnalytica builds and operates ProductLense, the hosted service at https://app.productlense.app, and the website at https://productlense.app, and is the party you contract with. By creating an account or using the service you agree to these Terms. If you are using ProductLense on behalf of a company, you confirm that you have authority to bind that company, and "you" means that company.

1. Definitions

• Service means the hosted version of ProductLense operated by us at https://app.productlense.app, including the tracking script (a.js), the API, the dashboard, billing connections, ad spend import and the AI features.
• Account means the account you create to use the Service, including every site, team member and billing connection under it.
• Site means a website or application you register in your Account and on which you install the tracking script or send events by API.
• Customer Data means all data that the Service receives on your behalf: events from your Sites, user ids and traits you send through identify, data read from your billing connections, ad spend you enter or import, and anything else you upload.
• Visitor means a person who uses one of your Sites.
• Plan means the Free, Starter, Growth or Scale subscription described in section 4.
• DPA means the Data Processing Agreement at https://productlense.app/legal/dpa.

2. Scope of these Terms

These Terms apply to the Service and to any support or documentation we provide with it.

The Privacy Policy at https://productlense.app/legal/privacy, the Refund Policy at https://productlense.app/legal/refunds and, where you are a controller of personal data, the DPA are incorporated into these Terms by reference. If these documents conflict, the DPA prevails for the processing of personal data and these Terms prevail for everything else.

3. Accounts

You must be at least 18 years old and able to form a binding contract to create an Account. You must give us accurate information and keep it current. Sign-in is by a magic link sent to your email address, so you are responsible for keeping that mailbox secure and for every action taken under your Account, including by team members you invite. Tell us at [email protected] without delay if you believe your Account has been accessed without authorisation.

You may only register Sites that you own or are authorised to operate. We may ask for evidence of that authorisation and may suspend a Site until we receive it.

4. Plans, fees and payment

4.1 Plans

Events are pageviews plus custom events received across all Sites in your Account in a calendar month. Annual billing costs ten times the monthly price, so you pay for ten months and receive twelve. INR prices apply when the country on your Account is India; USD prices apply otherwise. Current feature limits for each Plan are listed at https://productlense.app/pricing.

4.2 Merchant of record

Paid Plans are sold by Dodo Payments as merchant of record. Dodo Payments is the seller of record on your invoice, collects payment, calculates and remits any applicable sales tax, VAT or GST, and issues invoices and receipts. Your purchase is also subject to Dodo Payments's terms, which you accept at checkout. Card and bank details are entered directly with Dodo Payments and never pass through our systems.

4.3 Billing cycle and renewal

Paid Plans renew automatically at the end of each monthly or annual period until you cancel. You can change or cancel your Plan at any time from the billing page in your Account. If a renewal payment fails, we will notify you by email; if payment is not received within a reasonable time, your Account returns to the Free Plan and Free limits apply.

4.4 Event caps

Each Plan has a hard monthly cap with a 10 percent grace band. Once your Account exceeds 110 percent of its cap in a month, further events are dropped until the start of the next month and we email the Account owner. Dropped events are not stored and cannot be recovered. You can upgrade at any time to raise the cap.

4.5 Price changes

We may change prices with at least 30 days' notice by email. A price change applies from your next renewal after the notice period. If you do not accept the new price you may cancel before it takes effect.

4.6 Refunds

Refunds are governed by the Refund Policy at https://productlense.app/legal/refunds.

5. Acceptable use

You must not, and must not permit anyone else to:

1. install the tracking script on, or send events from, a site or application you do not own or control;
2. collect, through custom events, identify traits or any other channel, special categories of personal data (such as health, racial or ethnic origin, political opinions, religious beliefs, sexual orientation, biometric or genetic data), data about children in breach of applicable law, payment card numbers, government identifiers or passwords;
3. bypass, probe or circumvent the event cap, rate limits, bot filtering or any other technical restriction of the Service, including by splitting traffic across Accounts to avoid paying for a Plan;
4. scrape, crawl or bulk-extract the Service, the dashboard or the API other than through the documented export features;
5. interfere with the operation or security of the Service, test its vulnerabilities without written permission, or use it to send unlawful, infringing or malicious content;
6. resell, sublicense or offer the Service to third parties as a standalone product without our written agreement;
7. use the Service in a way that breaks any law that applies to you, including privacy, consumer protection and export laws.

We may suspend an Account or Site that we reasonably believe is in breach of this section. Where practical we will warn you first and give you a chance to fix the problem.

6. Your data and your responsibilities

You own Customer Data. You grant us a licence to host, process, display and transmit Customer Data only as needed to provide the Service, to keep it secure, to meet our legal obligations and to produce aggregated statistics that do not identify you, your Sites or your Visitors.

You are responsible for:

• having a lawful basis for the data you collect from Visitors and send to the Service, including the user ids and traits you choose to send through identify;
• publishing your own privacy notice to your Visitors that describes your use of analytics, and obtaining any consent that your jurisdiction requires for your particular use;
• making sure that connecting a billing provider, uploading ad spend or inviting team members does not breach any contract or law that binds you;
• the accuracy of the data you enter or import.

ProductLense does not set cookies or store anything in Visitors' browsers and does not store Visitor IP addresses. Whether this means you need a consent banner depends on the law that applies to you and how you configure the Service; we do not give legal advice.

7. Billing connections and third-party services

When you connect a billing provider (for example Stripe, Paddle, Lemon Squeezy, Polar, Dodo Payments, Razorpay, Chargebee, Shopify, Gumroad, Creem or our payment API), you authorise us to read customers, subscriptions, payments, refunds and fees from that provider so that we can attribute revenue to channels. We store the credentials you give us encrypted at rest and use them only for that purpose. You can disconnect a provider at any time from your Account; disconnecting stops new reads but does not delete data already imported until you delete the Site. Third-party providers are governed by their own terms, and we are not responsible for their availability, accuracy or changes to their APIs.

8. AI features

The Ask and daily insight features send aggregated numbers and your question to a third-party AI model provider. They never send raw events, email addresses, user ids or credentials. Model output is checked against the real query result before it is shown, but it may still be incomplete or wrong, and you should not rely on it as your only source for a decision. AI usage is limited per Plan and may be paused when our daily budget is reached. We may change or withdraw AI features on notice.

9. Availability and support

We aim to keep the Service available at all times and publish current and historical availability at the status page linked from https://productlense.app/status. We do not offer a formal service level agreement or service credits. We may carry out maintenance and will try to give advance notice of planned downtime. Support is by email at [email protected] during Indian business hours, with response times that depend on your Plan.

10. Intellectual property

The Service, its design, documentation and trademarks belong to us or our licensors. These Terms do not transfer any of that to you. ProductLense is proprietary software; you may not copy, modify, reverse engineer or resell it except as the law allows. If you send us feedback, we may use it without obligation to you.

11. Term and termination

These Terms apply from the moment you create an Account until it is deleted.

By you. You may delete a Site, or your whole Account, at any time from settings. Deletion removes the Site or Account and all of its data from our production systems; backups are overwritten on their normal cycle as described in the Privacy Policy. You may cancel a paid Plan at any time; the Service continues on that Plan until the end of the paid period.

By us. We may terminate these Terms and close your Account on 30 days' notice by email for any reason, and immediately if you materially breach these Terms, if we are required to by law, or if your Account has been on the Free Plan with no activity for 12 months. If we terminate without cause during a paid period we will refund the unused part of the fee.

On termination, your right to use the Service ends. Sections 6 (licence to the extent needed to wind down), 10, 13, 14, 15, 16, 17 and 18 survive.

12. Changes to these Terms

We may change these Terms. For material changes we will email the Account owner at least 14 days before the change takes effect and update the date at the top of this page. If you continue to use the Service after that date you accept the new Terms. If you do not, you may delete your Account before the change takes effect.

13. Disclaimers

The Service is provided "as is" and "as available". To the fullest extent the law allows, we exclude all warranties, express or implied, including fitness for a particular purpose, non-infringement and that the Service will be uninterrupted, error-free or produce accurate attribution. Analytics data is an estimate; bot filtering, ad blockers, provider outages and your own configuration all affect it.

14. Limitation of liability

To the fullest extent the law allows, neither party is liable to the other for any indirect, incidental, special, consequential or punitive loss, or for lost profits, revenue, data or goodwill, however caused. Our total liability to you arising out of or relating to these Terms or the Service, in contract, tort or otherwise, is capped at the fees you paid to Dodo Payments for the Service in the 12 months before the event giving rise to the claim. If you are on the Free Plan, that cap is zero. Nothing in these Terms limits liability for fraud, death or personal injury caused by negligence, or anything else that cannot be limited by law.

15. Indemnity

You will defend and indemnify us against claims, losses and costs (including reasonable legal fees) arising from Customer Data, your Sites, your breach of section 5 or section 6, or your breach of a law that applies to your use of the Service. We will tell you promptly of any claim and let you control the defence, provided you do not settle in a way that admits fault on our behalf without our consent.

16. Governing law and jurisdiction

These Terms, and any dispute or claim arising out of or in connection with them or the Service, are governed by the laws of India. Before starting proceedings, the party with a complaint will notify the other in writing and both will try in good faith to resolve it within 30 days. Subject to that, the courts of Ahmedabad, India have exclusive jurisdiction over any such dispute, and both parties submit to that jurisdiction. Either party may seek urgent interim relief from those courts at any time.

If you are a consumer in the European Union or the United Kingdom, nothing in this section deprives you of the protection of mandatory consumer law in the country where you live, including the right to bring proceedings in your local courts.

Indian users may also raise a complaint with our grievance officer, Sanni Heruwala, at [email protected], who will acknowledge it promptly and respond within the time required by law.

17. General

• Notices. We send notices to the email address on your Account. You send notices to [email protected].
• Assignment. You may not assign these Terms without our consent. We may assign them to a successor to the business of ProductLense, including a company that RedAnalytica's proprietor incorporates to carry on the business, with notice to you.
• Force majeure. Neither party is liable for delay caused by events outside its reasonable control.
• Severability. If any part of these Terms is unenforceable, the rest remains in force.
• Entire agreement. These Terms, with the documents they incorporate, are the whole agreement between us about the Service and replace any earlier agreement.
• No waiver. A failure to enforce a right is not a waiver of it.

18. Contact

ProductLense is operated by RedAnalytica (redanalytica.in), a sole proprietorship registered in India, GSTIN 24AHRPH4502J1ZD, Ahmedabad, Gujarat, India. General and billing questions: [email protected]. Security reports: [email protected]. Privacy requests and grievances: Sanni Heruwala, grievance officer, [email protected].